Technology companies pride themselves on developing innovative, game-changing solutions that bring unique results. These tech companies are trying to use every resource to keep ahead of the game. As the technological landscape changes rapidly, tech companies do not have the luxury of shifting their focus from their core work, as they seek the best available talent, ensure there is enough budget for research and development costs, and dedicate enough resources to keeping back-office operations for the business running smoothly. To most C-level executives and managers of tech companies, outsourcing these critical functions often appears counterintuitive. However, back-office outsourcing can be a tremendous strategic advantage for tech companies of all sizes.
Reap the Rewards of Tech-Enabled Back-Office Outsourcing
Back-office functions are crucial to smooth business operations but are resource-intensive and time-consuming. Chief Executive Officers (CEOs) and Chief Financial Officers (CFOs) prioritize the automation of back-office functions, as outsourcing these to a strategic partner can help free up your in-house talent to focus on core competencies.1 Imagine your team pushing the boundaries of innovation while a reliable partner handles the back-office machinery.
Outsourcing back-office operations offers a cost-effective alternative to building and maintaining an internal back-office team, which requires significant investment, with 83% of executives outsourcing for cost reduction.2 The outsourcing model frees you from the need for recruitment, training, and infrastructure costs. Your strategic outsourcing partner helps you leverage economies of scale to provide better pricing and ensure you only pay a predictable fee for services.
Resources proficient in handling back-office functions are increasingly hard to find and maintain, with 75% of employers reporting difficulty filling roles.3 However, the right outsourcing partner specializing in these areas can bring experience, best practices, and an up-to-date talent pool on industry regulations and technological advancements, ensuring your operations are efficient and compliant.
Tech companies constantly strive to be dynamic and agile to enhance their responsiveness to market changes, improve product quality, and foster innovation. The tech sector’s continually evolving needs demand a flexible approach that can be streamlined according to changing customer needs and competitive pressures. Tech-enabled business process outsourcing allows tech companies to scale their back-office support effortlessly. Whether they need extra support during a product launch, to manage seasonal fluctuations without constraining internal resources, or administrative support while entering new markets, back-office consolidation and harmonization during mergers and acquisitions, or disaster recovery and business continuity, the technology partner can seamlessly adjust resources. The agility offered through tech-enabled outsourcing ensures you’re never caught off guard by growth spurts.
Reputable tech-enabled outsourcers who prioritize robust security measures, disaster recovery plans, and compliance expertise to mitigate these risks can allow you to focus on your core business in today’s digital landscape, where data breaches and security threats are distinct possibilities.
Tech-Enabled Outsourcing for Back-Office Functions
Each tech company may have specific needs regarding tech-enabled back-office outsourcing. Some standard back-office functions tech companies can effectively outsource include Accounting and Finance, where the tech-enabled outsourcing partner would make necessary arrangements to streamline bookkeeping, accounts payable/receivable, financial reporting, and tax preparation. The other popular function that tech companies look to outsource is IT Support, which covers help desk services, network administration, and cyber security management. Human resources and customer support operations can also be outsourced to help reduce the demand for resources that tech companies face.
Premier, a tech-enabled outsourcing partner well-versed in back-office expertise, has helped the client transform its help desk services through its collaborative approach and customized solutions. This has brought about operational efficiency, resulting in significant cost savings, scalability, and exceptional customer service.
Client: Managed Service Provider (MSP)
The Challenge
The client attempted to set up an internal IT and network support structure but struggled due to high operational costs and limited scalability. An adequately designed structure required issue resolution and escalation, which required both Level 1 and 2 technicians as part of the multi-tiered system for the Help Desk Services.
The Solution
Premier thoroughly analyzed the client’s needs and existing workflows to identify opportunities to streamline processes and improve efficiency. The analysis helped create a co-sourcing solution that easily integrated with the client’s system through training and cultural sensitivity workshops to foster a cohesive team environment. A two-tiered support structure with Level 1 and 2 technicians for efficient resolution and escalation of issues helped to enhance communication. A dedicated Service Desk Coordinator (SDC) and QA Analyst were appointed to monitor performance and meet all targets.
The Results
The implemented solution addressed the problems of high operational costs and limited scalability by significantly reducing operational costs and providing the Help Desk with the capacity to handle increased call volume without sacrificing resolution speed. The CSAT surveys validated the improved customer service satisfaction measured through gold star ratings by easily exceeding the performance of the domestic team by a staggering five times.
Navigating the Complexities: Finding the Ideal Tech-Enabled Outsourcing Partner
While outsourcing business tasks can be a great way to stay connected to core business competencies, implementing these processes must be done with careful consideration.4 Numerous tech companies leverage back-office outsourcing from a strategic outsourcing partner. Still, only those who choose a partner with excellent communication practices and a commitment to transparency can reap the full benefits of this strategic move. The distance between the client and the tech-enabled outsourcing partner can create communication gaps. Regular meetings and clear reporting structures are essential to overcome these communication gaps.
Tech firms should partner with knowledgeable outsourcing providers who implement robust security protocols, data encryption, and proven disaster recovery plans while remaining compliant with prevailing data privacy regulations. With 95% of data breaches due to human error, data security policies and procedures must be fool-proof.5
More importantly, involve an outsourcer who understands your company’s culture and values. Look for a partner who aligns with your vision and will build a solid working relationship with your team.
Premier: Your Tech-Enabled Back-Office Partner
Outsourcing back-office operations could be a turning point for tech companies. The right technology partner, chosen after careful evaluation of the benefits and challenges of outsourcing, can bring resource availability for innovation, ensure cost savings, and propel your company toward sustainable growth.
Since 2003, Premier has delivered exceptional client value through its award-winning approach. It consistently exceeds industry benchmarks with an 85% client CSAT and an NPS score 20% higher than average. Premier is more than just a service provider; it is a strategic partner that leverages the Premier Sync framework to handle your business process management needs.
Partner with Premier and leverage AI-powered tools optimized for your needs to achieve significant revenue growth. Co-create the future with PremierTech Solutions, which pioneers innovative technology solutions that tackle customer pain points, elevate satisfaction, and drive operational efficiency. Premier back-office solutions for tech companies foster superior customer experiences that drive increased retention and brand advocacy and maximize customer lifetime value. Optimizing existing processes and realizing value beyond cost reduction can improve profitability. Premier brings quality, reliability, technical ability, and ROI with the enthusiasm to see you and your business flourish.
Don’t settle for average—experience the difference Premier can make by transforming your back-office operations and helping you become dynamic and agile to meet future technology challenges.
